Complaints

This profile includes complaints for Airbnb, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Airbnb, Inc.

  888 Brannan St. Floor 4 San Francisco, CA 94117

• 

  AIRBNB rentals

  3 Colony Park Cr Galveston, TX 77551

• 

  Airbnb, Inc.

  281 W 4th St Chuluota, FL 32766-8906

• 

  Airbnb.com

  3795 Soapstone Rd Decatur, GA 30034-6912

• 

  Airbnb

  1025 E 8th St Chattanooga, TN 37403-2702

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid AirBnB a total of $3,434.95 ($1,518.02 on 3/22/2023, and $1,916.93 on 5/3/2023) for a 5 bedroom home rental with a full use kitchen. The house ended up only being 4 bedrooms, and the kitchen appliances were not working for the duration of the stay. I tried contacting the owner via phone and left a voicemail to never receive a response back. AirBnB was only willing to refund $665.21 which does not even cover the additional $2,000+ in expenses that were incurred due to the false advertising of the listing itself. It was also mentioned that the area was a nice area, meanwhile there was an abandoned house next door between the rental and the alley that separated with homeless people coming right up to the front porch on multiple occasions. This was a threatening feeling and being over ***** miles from home, hotels in the area were over $400 per night which after all the money I had already spent I could not even consider that as an affordable option. I tried contacting my bank and there is nothing they can help with after a month of disputing the transactions for a partial refund. I'm looking for a refund of the amount that was paid for the location itself plus applicable associated taxes and not the additional fees charged. I attached the final invoice for the amounts and breakdown so I am looking for the $2,296 plus the taxes associated with that amount.

  Business Response

  Date: 07/01/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20261481
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (June 4, 2023). Below was the final decision email sent to the user:
  
  {****,
  
  Thank you for taking the time to speak with me this evening. We did discuss further why we would only be able to offer 30% reimbursement for nights affected for the issue with the stove/oven. As discussed with AirCover protection we look at the highest severity reported issue that will yield the most return for you.
  
  Given your stays circumstances, documentation provided, and timeline of it being reported to Airbnb we are only able to offer 30%. We did discuss in the future should a concern arise reporting it to Airbnb within the first 72 hours of discovery will provide more opportunities.
  
  We really appreciate your kindness and understanding in this situation, ***** Your case number for your documentation and record is *************. Should you ever need to reference this interaction in the future simply provide that to your assisting ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************'ll go ahead and close out our conversation. If you have any other questions please feel free to reach back.
  
  Best,
  
  ****}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.

  *******

  Airbnb

  
  

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience with this website. Try to make reservations for stays, the money is taken from bank account, then the "reservation" disappears. They basically also try to get paid twice for each reservation. **************** reps lie, disconnect phone calls, don't return calls. Won't reimburse funds taken from bank account and won't try to resolve issues in satisfactory manner whatsoever. Also their host's and other patrons are committing criminal acts against guest's like myself

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [July 1, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb

  
  

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March, 2023, I reserved an Airbnb property in ******** based on good reviews by a Superhost. I booked it for 2 nights, and charged $612 on my Discover card.June 18th, I received a message from *********, the host, with check-in info including that if anyone asks who I was, I was to tell them that I was his friend. Obviously, he wasnt supposed to be renting the property (screenshot 1).June 19. We arrived-the neighborhood was strewn with graffiti, it was not clean, and the ** was bolted to the wall. We looked out the window and saw a man with a handgun walk down the street in the middle of the day. I immediately called the host, and told him we were leaving because it was unsafe. I asked for a refund and he said I was past the cancellation date but hed refund me 50% off the second night (2 & 3).I messaged the host later to inquire about the refund he promised. He said I needed to cancel the reservation which I did. I messaged him later about the refund, but he never answered nor did I receive any refund (4). We later looked on Airbnb and noticed that the exact same property was being hosted by another person, *****. The reviews of the property listed under his name were different and a review by ******** was concerning (5 6, 7). Had I seen this, I never would have booked this property. In addition, having two people host the exact same property with a different posting and reviews violates Airbnb policy.Not only was ********* violating Airbnb policy, all the reviews were not accessible (being listed under Kamars posting), and he refused to honor his word on a refund.Airbnb is also to be held responsible for this charge because if a host violates the policies, it should not be the financial responsibility of the consumer who is the victim. I should be refunded $612. I have called or messaged Airbnb the past 10 days, and requested to speak with a supervisor each of the past 4 days ago and still have not received a phone call.I included my Airbnb receipt (8).

  Business Response

  Date: 07/01/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [July 1, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb
  

  
  

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Checked in for a 3 week hospital treatment and work. I clearly stated to AirBNB/hosts requirements which all parties promised and guaranteed to be suited. 1st place= Pet hair, Black Mold & MORE! (Supposedly SUPER HOST/PET-FREE) Cleaned for 5 hrs. ... so much Pet hair and black mold made husband violently ill. Forced to get a hotel at 2 a.m. Husband so sick I missed my Dr. ***** and work for 3 days. 2nd AirBNB (SUPER HOST/PET-FREE) place they moved us to=Never cleaned at ALL for MONTHS! Xmas dcor, Easter eggs and easter candy, DIARRHEA on WALLS and toilet, Giant holes in walls, gum on floors, DIRT AND FILTH LITERALLY EVERYWHERE. Left after cleaning for 10 hrs. straight.**Missed another DR. **** and ended up in ER Specialist. Missed weeks of work as did husband. AirBnB promised full compensation of the hotel for the entirety of our trip due to hosts and the companys negligence, fraud, and malpractice.My husband and I are still ill and healing. Now missed critical doctor ************* spent thousands in hotels just for a place to sleep, missed weeks of work, and every single time they say they are reimbursing in full they create a new case number/new representative and new run around. Literally days and weeks have been spent for full reimbursement. I have documentation (audio recording) of 3 agents advising full compensation. I am NOT staying at or with Airbnb ever again. No Credit/Coupons, JUST FULL REIMBURSEMENT as promised. I even to opened a Paypal for reimbursement in full and they are asking for my SS# now?! Every part of the company attempts to scam, lie, and cheat. I have over 15 DIFFERENT case numbers and have spoken to over 20 representatives now... I have all the names of agents, Host IDs, case numbers, messages, pictures, video, audio, screen shots, and chats from every aspect of this nightmare. ** I can and will gladly go on for hours with details of AIRBNB's Negligence, Fraud and beyond.

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20260066
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (June 26, 2023). Below was the final decision email sent to the user:
  
  {Hi *****,
  
  I was able to connect with my colleague about the issue and would like to inform you that Ill be taking over to continue assisting you.
  Upon reviewing the details of your case, I found that we can only cover 30% of the total amount of cancelled reservation.
  
  To assist you further, Ill be taking the following actions I've completely processed the hotel rebooking assistance of $710 coupon expires 2024-06-26 and is good for a single use on a Homes reservation on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.
  
  Additional information on how to use your coupon can be found here: *******************************************************
  
  I hope that I have been able to alleviate any concerns or confusions you may have had.
  
  I want to make sure that everything has been addressed, is there anything else that I can help you with today?
  
  We will await your response within today, please simply reply to this message. Otherwise, we'll close this conversation.
  
  Please don't hesitate to let me know if there's anything else I can help you with. You may also check our help center for helpful articles that you may find useful, Please visit airbnb.com/help
  
  Regards,
  ******}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.

  ******

  Airbnb

  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20260066
  
  I am rejecting this response because:

  I am declining this response and furthermore am using this as evidence should Airbnb not govern themselves accordingly and follow the literal law that protects tenants and persons rights in the ****************.
  They LITERALLY PROMISED FULL HOTEL REIMBURSEMENT IN WRITING REPEATEDLY. This is not a negotiable item as they on multiple occasions in writing agreed to pay in full. The *********** stay = $2002.14. They simply just need to remit payment via PayPal or Certified Check as they have committed to doing in the documents below.
   They even asked for the invoice (which I attached again here along with the chat asking for it). I am just asking BBB to assist in dispersing payment in the form of PayPal or paper check in a fair and ethical manner as they have caused detriment to my time, safety, and health to the point of hospitalization.
  
  Since they perpetuate lies and fraud at every corner- I will proceed to publicly expose the entire AIRBNB company now with ALL of the outstanding evidence required- while also keeping additional pieces as necessary should this go to any other legal facet for full restitution.
  See attachment NUMBER 2: AIRBNB literally gives a full process to receive full reimbursement for the entirety of our hotel stay. They even commit to reimbursing immediately. Once youve shared the receipts with me, Ill send the reimbursement right away. This is public record for the world to see- I will copy and paste entire messages for record here. Remember,this is AIRBNB writing this all (in case you cannot see the pictures here is the exact words:
  I'm *****************'ll be taking care of your case moving forward, now that Gen is away.
  I understand that you are looking for the hotel reimbursement related to the reservation HMQBZWFCN5 with Host ***************
  To get a reimbursement for your hotel, all youll need to do is:
  - Share a copy of the receipt for your hotel stay in this thread
  - Have a verified payout method to your Airbnb account so we can reimburse you
  When you get a moment, you can add a payout method to your account by going to:
  Account > Payments & payouts > Payouts > Add payout method
  Please note, it can take 57 business days for us to verify your bank account.
  Once the verification is done, the payout will be released straightaway, but your bank and payout method will determine how long it will take for the funds to arrive in your account.
  Check out our *********** for more info:
  airbnb.com/help/article/425
  Once youve shared the receipts with me, Ill send the reimbursement right away.
  Looking forward in hearing back from you.
  Best,
  ****************
  
  END TEXT
  
  See attachment NUMBER 3 and NUMBER 4:  After Airbnb agrees to pay in full via our credit card. We verify and validate our credit card- Suddenly they change the story (again)and advise they cannot disperse to AMEX and need to use our Bank Account OR PayPal.It is in this attachment NUMBER 3 I state how I do not feel comfortable providing banking information after they have attempted to fraud, lie, and defame. They also explain they have no problem paying the moneys- but need to use PayPal OR a Bank Account to pay- Now here is this IN WRITING from there agent: Again, I attached this publicly for EVERYONE to see.
  AIRBNB REPLY:
  You can add a PayPal account, otherwise I can issue a coupon for you instead of the money, unfortunately this is something that I cannot control, and there is no other way to send the money, the system does not allow us to send the money to your Amex card because as a full refund was sent to you when the reservation was cancelled, we don't have more money from you, this is the only way to do it sorry,
  AIRBNB REPLY 2:
  Let me know how you to proceed, or if you will add a payout method, if you add your bank account, next time if you have an issue like this,I hope no, but if you have it, would be easier for us reimburse you the money,I will wait for your response,
  Regards.
  
  After I created an Entire PayPal account to receive full compensation from AIRBNB. Suddenly they want to take my SS# when there is literally NO NEED or right to have this information. I make them aware of this on the phone (and in chat attached) and they then advise they will either override this and use PAYPAL after all OR Mail a CHECK for the entire amount. Keep in mind this all occurred while being hospitalized due to unsanitary AIRBNB Super Host living conditions.
  See attachment NUMBER 5: Airbnb states, I was able to connect with my colleague about the issue and would like to inform you that Ill be taking over to continue assisting you.
  Upon reviewing the details of your case, I found that you are requesting further assistance on the hotel reimbursement associated with the reservation.
  
  I can see that you were trying to submit the photo of the receipt/invoice.Kindy reply here if you have the invoice so that we can validate.
  
  Best Regards
  
  As seen in attachment NUMBER 5 they ask again for the invoice to validate and reimburse. We did so as promptly as possible while in medical care.
  
  ATTACHMENT NUMBER 6 and ATTACHMENT NUMBER 7: Is the entirety of the Hotel Stay attached for all parties to review- with confirmation numbers and dates of stay we were displaced and I was hospitalized.  The total amount final for hotel:  **** **** and another representative all assured me that the final invoice would be paid in full. (As seen in all of the attachments prior).  The total reimbursement for hotel stays: $2002.14
  Again, make reference to the above chat FROM AIRBNB where they commit to full reimbursement and literally tell me how to upload documents (which I did). I made a PAYPAL per there request. I even asked for a paper check to be mailed as I do not trust this ****+ BILLION ************** to not continuously scam and lie.
  I followed EVERY TERM AND CONDITION set forth by the company for full reimbursement and they STILL are blatantly lying even here on a public domain such as BBB. I have spent hundreds of hours on the phone with AIRBNB, ON HOLD, setting up different accounts to receive payment, being hospitalized due to unsafe/unhealthy conditions, missed doctor ************* missed work and more. I will never use AIRBNB again.
  Now regarding reimbursements that are rightfully entitled to me (not just because of the **** but because AIRBNB committed to compensate in full in writing repeatedly): I will also be seeking reimbursement for hospital and medical bills from the illness caused from Mold, ***** Matter, and more in the AIRBNB properties. (For further evidence of the conditions I uploaded the chat from the diarrhea on the toilets from the AIRBNB Super Host). 
  
  Hopeful this reply is public record- let us put on notice that AIRBNB has a net worth of $****3 billion dollars! So, while they may attempt to defame and commit fraud countless times with others- I have every single piece of evidence necessary to file with the **************** as well as health department as the Airbnb hosts even ADMIT in chat the home is unsafe and unsanitary (Attached document NUMBER 1).
  ******* (AIRBNB Host) Omg Thats unacceptable.Maybe she was ******* today to accommodate early check-in. Would you like her to come back and redo the property? Id be happy to refund the cleaning fee as well
  Im a host but *** also stayed at many Airbnbs and I would not find this to be acceptable. I really do apologize and would like to make this right.
  Weve been using the same cleaner for a while now and weve never had a single guest report an issue like this. Im forwarding her all the pics youre sending me. Im very upset with her.
  (Come to find out this cleaner is his wife).
  
  ((IN CASE PUBLIC CAN NOT SEE THE REPLY ABOUT HOW DISGUSTING THE HOME WAS I ATTACHED AGAIN PICTURES OF Diarrhea, Giant holes in the walls,Easter eggs, candy (some even from Christmas), Hair, and More.))
  
  PLEASE BBB, I ask you to help with the ushering of the total summation of $2002.14 in full via PayPal OR Certified Check to ensure proper,full conveyance.
  
  They have clearly promised in phone chat repeatedly and are documented 7 times in written chat (attached) saying payment will be made in full. I followed all of their processes, guidelines, and procedures.
  
  
  For anyone general consumer, BBB, and AIRBNB I also want to attach all Tenants Rights, ******* Laws and Statutes, etc. to ensure everyone knows what their rights are:
  *******************************************************************************************************
  ***********************************************************************
  **************************************************
  ***************************************************************************************
  **************************************************************************************************************************
  
  Sincerely,
  
  Sasha M

  Customer Answer

  Date: 07/06/2023

  Full name : **************************

   

  Please keep my full name 100% private and not viewable to any public forum beyond that of the BBB and AIRBNB.

   

  I am declining this response and furthermore am using this as evidence should Airbnb not govern themselves accordingly and follow the literal law that protects tenants and persons rights in the ****************.
  They LITERALLY PROMISED FULL HOTEL REIMBURSEMENT IN WRITING REPEATEDLY. This is not a negotiable item as they on multiple occasions in writing agreed to pay in full. The *********** stay = $2002.14. They simply just need to remit payment via PayPal or Certified Check as they have committed to doing in the documents below.
   They even asked for the invoice (which I attached again here along with the chat asking for it). I am just asking BBB to assist in dispersing payment in the form of PayPal or paper check in a fair and ethical manner as they have caused detriment to my time, safety, and health to the point of hospitalization.
  
  Since they perpetuate lies and fraud at every corner- I will proceed to publicly expose the entire AIRBNB company now with ALL of the outstanding evidence required- while also keeping additional pieces as necessary should this go to any other legal facet for full restitution.
  See attachment NUMBER 2: AIRBNB literally gives a full process to receive full reimbursement for the entirety of our hotel stay. They even commit to reimbursing immediately. Once youve shared the receipts with me, Ill send the reimbursement right away. This is public record for the world to see- I will copy and paste entire messages for record here. Remember, this is AIRBNB writing this all (in case you cannot see the pictures here is the exact words:
  I'm ******* TI'll be taking care of your case moving forward, now that Gen is away.
  I understand that you are looking for the hotel reimbursement related to the reservation HMQBZWFCN5 with Host ***************
  To get a reimbursement for your hotel, all youll need to do is:
  - Share a copy of the receipt for your hotel stay in this thread
  - Have a verified payout method to your Airbnb account so we can reimburse you
  When you get a moment, you can add a payout method to your account by going to:
  Account > Payments & payouts > Payouts > Add payout method
  Please note, it can take 57 business days for us to verify your bank account.
  Once the verification is done, the payout will be released straightaway, but your bank and payout method will determine how long it will take for the funds to arrive in your account.
  Check out our *********** for more info:
  airbnb.com/help/article/425
  Once youve shared the receipts with me, Ill send the reimbursement right away.
  Looking forward in hearing back from you.
  Best,
  ****************
  
  END TEXT
  
  See attachment NUMBER 3 and NUMBER 4:  After Airbnb agrees to pay in full via our credit card. We verify and validate our credit card- Suddenly they change the story (again) and advise they cannot disperse to AMEX and need to use our Bank Account OR PayPal. It is in this attachment NUMBER 3 I state how I do not feel comfortable providing banking information after they have attempted to fraud, lie, and defame. They also explain they have no problem paying the moneys- but need to use PayPal OR a Bank Account to pay- Now here is this IN WRITING from there agent: Again, I attached this publicly for EVERYONE to see.
  AIRBNB REPLY:
  You can add a PayPal account, otherwise I can issue a coupon for you instead of the money, unfortunately this is something that I cannot control, and there is no other way to send the money, the system does not allow us to send the money to your Amex card because as a full refund was sent to you when the reservation was cancelled, we don't have more money from you, this is the only way to do it sorry,
  AIRBNB REPLY 2:
  Let me know how you to proceed, or if you will add a payout method, if you add your bank account, next time if you have an issue like this, I hope no, but if you have it, would be easier for us reimburse you the money, I will wait for your response,
  Regards.
  
  After I created an Entire PayPal account to receive full compensation from AIRBNB. Suddenly they want to take my SS# when there is literally NO NEED or right to have this information. I make them aware of this on the phone (and in chat attached) and they then advise they will either override this and use PAYPAL after all OR Mail a CHECK for the entire amount. Keep in mind this all occurred while being hospitalized due to unsanitary AIRBNB Super Host living conditions.
  See attachment NUMBER 5: Airbnb states, I was able to connect with my colleague about the issue and would like to inform you that Ill be taking over to continue assisting you.
  Upon reviewing the details of your case, I found that you are requesting further assistance on the hotel reimbursement associated with the reservation.
  
  I can see that you were trying to submit the photo of the receipt/invoice. Kindy reply here if you have the invoice so that we can validate.
  
  Best Regards
  
  As seen in attachment NUMBER 5 they ask again for the invoice to validate and reimburse. We did so as promptly as possible while in medical care.
  
  ATTACHMENT NUMBER 6 and ATTACHMENT NUMBER 7: Is the entirety of the Hotel Stay attached for all parties to review- with confirmation numbers and dates of stay we were displaced and I was hospitalized.  The total amount final for hotel:  **** **** and another representative all assured me that the final invoice would be paid in full. (As seen in all of the attachments prior).  The total reimbursement for hotel stays: $2002.14
  Again, make reference to the above chat FROM AIRBNB where they commit to full reimbursement and literally tell me how to upload documents (which I did). I made a PAYPAL per there request. I even asked for a paper check to be mailed as I do not trust this ****+ BILLION ************** to not continuously scam and lie.
  I followed EVERY TERM AND CONDITION set forth by the company for full reimbursement and they STILL are blatantly lying even here on a public domain such as BBB. I have spent hundreds of hours on the phone with AIRBNB, ON HOLD, setting up different accounts to receive payment, being hospitalized due to unsafe/unhealthy conditions, missed doctor ************* missed work and more. I will never use AIRBNB again.
  Now regarding reimbursements that are rightfully entitled to me (not just because of the **** but because AIRBNB committed to compensate in full in writing repeatedly): I will also be seeking reimbursement for hospital and medical bills from the illness caused from Mold, ***** Matter, and more in the AIRBNB properties. (For further evidence of the conditions I uploaded the chat from the diarrhea on the toilets from the AIRBNB Super Host). 
  
  Hopeful this reply is public record- let us put on notice that AIRBNB has a net worth of $****3 billion dollars! So, while they may attempt to defame and commit fraud countless times with others- I have every single piece of evidence necessary to file with the **************** as well as health department as the Airbnb hosts even ADMIT in chat the home is unsafe and unsanitary (Attached document NUMBER 1).
  ******* (AIRBNB Host) Omg Thats unacceptable. Maybe she was ******* today to accommodate early check-in. Would you like her to come back and redo the property? Id be happy to refund the cleaning fee as well
  Im a host but Ive also stayed at many Airbnbs and I would not find this to be acceptable. I really do apologize and would like to make this right.
  Weve been using the same cleaner for a while now and weve never had a single guest report an issue like this. Im forwarding her all the pics youre sending me. Im very upset with her.
  (Come to find out this cleaner is his wife).
  
  ((IN CASE PUBLIC CAN NOT SEE THE REPLY ABOUT HOW DISGUSTING THE HOME WAS I ATTACHED AGAIN PICTURES OF Diarrhea, Giant holes in the walls, Easter eggs, candy (some even from Christmas), Hair, and More.))
  
  PLEASE BBB, I ask you to help with the ushering of the total summation of $2002.14 in full via PayPal OR Certified Check to ensure proper, full conveyance.
  
  They have clearly promised in phone chat repeatedly and are documented 7 times in written chat (attached) saying payment will be made in full. I followed all of their processes, guidelines, and procedures.
  
  
  For anyone general consumer, BBB, and AIRBNB I also want to attach all Tenants Rights, ******* Laws and Statutes, etc. to ensure everyone knows what their rights are:
  *******************************************************************************************************
  ***********************************************************************
  **************************************************
  ***************************************************************************************
  **************************************************************************************************************************
  
  Sincerely,
  
  *******

  Business Response

  Date: 07/06/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20260066
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (June 26, 2023). Below was the final decision email sent to the user:
  
  {Hi *****,
  
  I was able to connect with my colleague about the issue and would like to inform you that Ill be taking over to continue assisting you.
  Upon reviewing the details of your case, I found that we can only cover 30% of the total amount of cancelled reservation.
  
  To assist you further, Ill be taking the following actions I've completely processed the hotel rebooking assistance of $710 coupon expires 2024-06-26 and is good for a single use on a Homes reservation on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.
  
  Additional information on how to use your coupon can be found here: *******************************************************
  
  I hope that I have been able to alleviate any concerns or confusions you may have had.
  
  I want to make sure that everything has been addressed, is there anything else that I can help you with today?
  
  We will await your response within today, please simply reply to this message. Otherwise, we'll close this conversation.
  
  Please don't hesitate to let me know if there's anything else I can help you with. You may also check our help center for helpful articles that you may find useful, Please visit airbnb.com/help
  
  Regards,
  ******}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  *******
  Airbnb

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20260066
  
  I am rejecting this response because:
  

  
  
  Why is AirBnB only writing 1-sentence answers? Because they are caught in a lie (again).
  Cannot be a final decision as they literally are committing in 7 DIFFERENT statements that I just uploaded 7 TIMESTAMPED DOCUMENTS FROM THE COMPANY WHERE THEIR ENTIRE COMPANY IS COMMITTING TO PAY IN FULL $2002.14. YOU CAN NOT MAKE A FINAL DECISION Different then the final decision you blatantly affirm to 7 different times.
  How can an employee of an 83+BILLION DOLLAR company repeatedly lie on a public forum and change the story which is not of the truths the entire staff committed to? Publicly again lying in the open.
   The comedy furthers lies within in the message they are quoting, as it was sent 7 FULL DAYS after the first full commitment to remit payment. REMEMBER- I copy and pasted the entire chat and UPLOADED THE ENTIRE DIALOGUE FOR BBB REVIEW WITH DATE AND TIME STAMPS!
   Their text was sent on 6/26/23 when the first commitment to reimburse in full was on 6/19/23 ). They consecutive commitments attached to reimburse also are DAYS before this sudden change.
  AND this was sent from AIRBNB on: Jun 23, 2023
  Message from Airbnb Service
  A member of our team has joined the chat.
  Airbnb Support 5:59 AM
  Hi *****,
  
  I'm *****************'ll be taking care of your case moving forward, now that Gen is away.
  
  I understand that you are looking for the hotel reimbursement related to the reservation HMQBZWFCN5 with Host ***************
  
  To get a reimbursement for your hotel, all youll need to do is:
  - Share a copy of the receipt for your hotel stay in this thread
  - Have a verified payout method to your Airbnb account so we can reimburse you
  
  When you get a moment, you can add a payout method to your account by going to:
  
  Account > Payments & payouts > Payouts > Add payout method
  
  Please note, it can take 57 business days for us to verify your bank account.
  
  Once the verification is done, the payout will be released straightaway, but your bank and payout method will determine how long it will take for the funds to arrive in your account.
  
  Check out our *********** for more info:
  
  airbnb.com/help/article/425
  
  Once youve shared the receipts with me, Ill send the reimbursement right away.
  
  Looking forward in hearing back from you.
  
  Best,
  ****************
  END TEXT
  
  Does the fraud ever stop?!
  They confirmed to pay in full days prior and made excuses of why they could not upload to Paypal and why they could not mail a check directly... Further I was literally hospitalized from the black mold, filth,and missed doctor ************ during the time in which my husband helped create a suitable Paypal that they suddenly are denying entirety of. Again- you cant just change a story when they even admitted everything in the past attached documents that are timestamped.
  The DAYS later they sent this reply was AFTER they agreed repeatedly to remit in full- I attached a full-page screen shot in the last series of attached to show the order of events. (Nice try Airbnb.) I guarantee it as I uploaded all images and dates timestamped contrary to their cut and paste to attempt to defame the truth. Why do they not show the entire CRM screen from corporate if they are not lying again and hiding the truth?!
  They asked for a PayPal to pay me because per what they wrote on 7/13/23 (attached with time stamp):
   You will have to add a payout method, since we don't have any money from you, we can not send the money to your payment method, here in the link you will find more information about how to add a payout method:
  ******************************************************
  Once the payout method is added you will have to wait at least 7 business days to receive the money, remember that from our end, the money is released in real time, but your financial institution needs more days to complete the transaction,
  
  They asked for my SS# and then when I declined to provide it, they closed the case. Since this is ALL PUBLIC FORUM NOW- they closed every case within minutes and suddenly reply in hours to BBB when being exposed publicly to try and save face- yet I have everything documented in writing,screenshots, and pictures in every facet.
  FURTHERMORE- They agreed to it and deposited $33.00 randomly into my PayPal account without reason but they cannot remit the rest of the money now?!
  Why is an 83-BILLION-dollar company trying to commit fraud and defame a customer? Why are they hiding behind a lie and false decision that literally 7 different times they agree to remit payment too? Is this something that needs to be taken to court and seek legal restitution? Should this be filed with their insurance provider or taken to small claims court? I understand this may fall under an injury claim which they are insured up to 1 million dollars per incident and if they are not wishing to resolve full payment as promised here- I ask that BBB beyond assisting for payment in full;provide a contact number to their legal and insurance department as I will file accordingly for additional medical reparations.
  PLEASE govern yourself accordingly and remit the moneys as you promised via PayPal or Certified Check as I will surely never use your company or any affiliates ever again. The web being woven here is not anywhere in the favor of Airbnb as I have every single line item and piece of evidence to show this billion-dollar company attempting to steal from a consumer.
  Please know I have all records I will escalate this to a court system if needed for my committed moneys of $2002.14 as you promised and medical as well.
  Here are a few more links about rights of persons with Airbnb from another BBB accredited company:
  ******************************************************************
  *************************************************************************

   

   

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/11/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on June 26th. Below was the final decision email sent to the user:
  
  

  {I hope you're doing well. We did not receive any responses from you anymore. Perhaps I'm able to answer your inquiries and address all your concerns.
  
  Since I havent heard back from you. I will be closing this ticket for now but please know that we are here with you all throughout your Airbnb journey so if ever you need assistance or have any questions, please don't hesitate to reach out to us.at ********************************************************************* we also have *********** to serve you at www.airbnb.com/help.
  
  Regards,
  ******}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  

  Airbnb.

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20260066
  
  I am rejecting this response because:
  

  Airbnb is cutting and pasting their response.

  
  Its simple resolution. 
  1. Any coupon in my Airbnb account needs to be transferred to my PayPal as requested from the beginning.
  2. Hotel receipts need to be refunded to my Pay Pal in full as promised. 
  3. Medical receipts will be uploaded and need to be refunded. 
  Sincerely,
  
  **************

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To: Better Business Bureau:The resolution I am looking for is a refund, and apology. And to give notice to Airbnb that this type of business practice is unacceptable to their consumers. I would like you to look into the policy and procedures of Airbnb who cannot justifiably give me a reason to why they kept ****** of my money after booking an Airbnb through their website. I canceled this booking within 3 days of booking, and 30 days prior to booked date of July 29, 2023.I was given the reason that I was under a strict booking policy but nowhere in the invoice did indicate that I would lose ****** of my money if I chose to cancel. Nor was any clause on the invoice indicating the amount of money that would be deducted. Now the host will not respond to my request to return my money. And Airbnb states that there is nothing that they can do. The discrepancy is on the language and inability to accurately describe the money that would be held as non-refundable. Nowhere is language stating that I would lose ****** if I canceled 30 days prior to booking. It does state booking fees would not be refunded. This was acceptable. The host will not respond to my request to refund my money. Nor will the Airbnb responsible for this booking assist me other than stating they cant get my refund back.This is thievery and, an indication that the wording and invoicing needs further explanations as to not put the consumer in a dire situation. Nowhere on the reservation does it show which policy the Host falls under. Strict in which Airbnb indicated through text after the fact. It is not on the invoicing nor was it indicated on the host page. This is highly suspect that such an organization can take my deposit in this manner, given the fact that I canceled in a timely fashion and the host ignores my emails and will not respond to my request. Can you please help me?******************************************** ************ *********************** Attached: letter and invoice

  Business Response

  Date: 07/01/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on (July 1, 2023). Below was the final decision email sent to the user:
  
  {This is *** , one of the Support Ambassadors from Airbnb. I hope my message finds you well. I am reaching out with regard to your concern of additional refund for the Airbnb service fee. I am deeply sorry to hear that you need to cancel your reservation with Agoge H.
  
  This is to confirm that an additional refund of $250 has been issued to your credit card **** Card for reservation HMP9TQZTHH. While this refund is immediate on our part, it can take up to 15 business days for the funds to reach your account.
  
  You can click the link below for more information on how soon you can receive your refund:
  
  ********************************************************
  
  If you still have concerns, please feel free to reply to me and I will be more than happy to help you.
  
  Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. I hope you continue to stay with us and grow, expand and help make us the community we would never be without you and users alike.
  
  I wish you many happy travels, safe journeys, and exciting adventures in the future.
  
  Happy travels,
  ***}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.

  *******

  Airbnb

  
  

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation to stay in an apartment in ******, ******* from May 31st to June 1st of 2023. However, I made a mistake and booked an apartment in the wrong part of town for my trip. The cancelation policy of the reservation permitted, so I canceled the booking. Airbnb offered that I could receive an instant booking credit for use on my next reservation OR I could receive a refund to my credit card but this would take several days. As I planned to immediately make a new booking, I chose the booking credit. However, when I went to make a new booking, Airbnb requsted that I verify my identity by receiving a verification code via text message. I was in *******. I had no local phone number and had no ability to receive a text message. What's more, Airbnb has never required me to do this before. Airbnb support was entirely incapable of solving the problem. They told me that the problem did not exist. I sent them screen shots demonstrating it. Then they told me to simply change my phone number on the account. However, this betrayed a fundamental misunderstanding of the issue since the whole problem arose because I had NO local phone number of any kind. They suggested that I should verify my account, so I sent them a copy of my passport and a video of myself holding up my passport and saying my name. To no avail, the account remained locked. For 5 weeks, I have gone back and forth with Airbnb support, and they have been entirely incapable. I want my booking credit changed over to a monetary refund. I have no use for credit with a company that is incapable of providing the service that it exists to provide.

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607

  
  Re: Case #********

  
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [30 June 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.

  
  Best,
  Airbnb
  

  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20259104
  
  I am rejecting this response because: Airbnb has repeatedly emailed me to tell me that they cannot do anything further and wish to close the issue. It is not accurate to state that they are continuing to work in good faith to resolve this issue through customer service support. 
  
  Sincerely,
  
  *********

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [July 1, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb

  
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20259104
  
  I am rejecting this response because: I haven't heard from Airbnb support on this issue in over a week now, and the last I heard from them they stated that they wanted to close the complaint. It is a direct lie to state that Airbnb support is still offering support on this issue. 
  
  Sincerely,
  
  *********

  Business Response

  Date: 07/07/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20259104
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on  June 05,2023. Below was the final decision email sent to the user:
  
  {Dear ****,
  
  I hope you are having a great weekend. I tried calling using the phone number on file however no one is answering.
  
  I would like to address your concern about the credit that you want to convert your Airbnb credit to funds back to your card. Once the booking credit has been issued, we are unable to alter it, or offer a cash refund.
  
  You can learn more about our Booking Credits Terms here:
  
  airbnb.com/help/article/2905
  
  As much as I would like to be of continued assistance to you, we cannot hold on to a case for too long. But, rest assured that our discussions are properly documented under your account. You can refer to your case dated May 29, 2023, so the next support ambassador can refer to this case.
  
  Thank you in advance for your kind understanding.}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  
  

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20259104
  
  I am rejecting this response because:

  Airbnb repeatedly did not allow me to use the credit. A booking credit is worthless if one is not allowed to use it. I attempted to use the credit over 5 times. Each time, I was required to verify my identity by receiving a text message. However, I was in ******* and it was not possible for me to receive a text message. 

   

  Airbnb cannot issue booking credit that is unusable. That's not a credit. That's theft. 

  
  Sincerely,
  
  *********

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was notified by Airbnb that my account was closed for false claims by my guests. I have been an Airbnb Superhost for nearly 6 years. My overall rating is approximately 4.8 which is considered a Superhost. I have lost over $12K for booked reservations by my guests because Airbnb canceled them all on 6/30/23. All those guests have reached out to me for an explanation. I have called Airbnb to discuss the matter multiple times without and resolve?? I provided a detailed description of a recent incident that I was falsely accused of by a recent guest which Airbnb disregarded. Airbnb has given me no choice but to take legal action for retribution of all the future money I would of received in near and distant future. Airbnb claimed that not only that I used racial comments towards a past guest but also physically abused another guest which is ABSOLUTELY FALSE. Airbnb has given me 72 hours for appeal but I no longer have access to the Airbnb App?? When I called Airbnb they always directed me to a level 1 representative and did not allow me to speak to their so called level 3 supervisors who made this decision about my account. I will be filing this claim to stop this company from abusing current and future hosts. I will not settle for anything less than having my account restored and being refunded the $12k that I have lost in guests bookings.

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [June 30, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  ******
  Airbnb
  

  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: ********
  
  I am rejecting this response because: Airbnb has already made a decision and canceled all my guests bookings.  Please see all the attached documents.  By closing my account during the busiest time of the year I will lose up to $6k in the month of July alone.  I was never given the opportunity to discuss with the department that made the decision.  They are giving me 72 hours to appeal but I no longer have access to the Airbnb App or platform.  I have already filed complaints with the BBB, ************************** and will soon file a complaint with the California Justice Department.  This needs to be resolved as.soon as possible to avoid me seeking legal counsel.   Please call my phone number that is on my account to discuss today.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/01/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********  

  
  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of July 1, 2023.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  
  Regards

  Airbnb
  

  *****

  Customer Answer

  Date: 07/05/2023

   
  Complaint: ********
  
  I am rejecting this response because Airbnb hasn't addressed my concerns.  They haven't provided any proof regarding their claim.  They have taken the word of a guest who has limited bookings with Airbnb compared to a host who has hosted over ************ guests bookings.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/06/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # ********
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our safety team has already issued their final decision on this matter. Please refer to our direct correspondence on June 30,2023. Below was the final decision email sent to the user:
  
  {Hello *******,
  
  After a full review of the available information, weve determined that your account should be removed from the Airbnb platform because you didnt comply with our policy on Host and guest safety. We made this decision because there was a physical violence during your recent reservation. You can read more about this policy here:
  
  ****************************
  
  Removal means that your account will no longer be accessible, and you wont be able to create another one. You can read more about removal here:
  
  ***************************
  
  Account removal also means that any upcoming reservations for your listings have been canceled. We reached out to your guests and let them know that your listings wouldnt be available for their stay and that theyve been fully refunded.
  
  Weve given your case and its details careful consideration. At this time, we wont be able to restore your account or offer you additional support on this matter.
  
  If you have new information you believe would lead us to reconsider, youll need to submit a request to our Appeals team.
  
  You can do this by going to:
  
  airbnb.com
  
  Then, enter your email and password, and follow the prompts. A member of that team will aim to contact you within 72 hours of submitting the appeal.
  
  Best regards,}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: ********
  
  I am rejecting this response because Airbnb only gives a total of 70 characters to reply for an appeal???  I will repeat that there was no physical violence performed on this guest or any other if the *********************************** the past.  Airbnb has continued to not provide evidence of any physical harm that was done??  I will repeat what I said before that I only verbally told the guests that they were being excessively loud after my other guest and neighbors were asleep.  This is my home and I will not allow guests to disturb other guests or my neighbors.  If such an incident occurred why didn't the other guest complain about the so called incident???  Because there was no incident just a discussion between some guests indicating that the noise level was excessive.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23rd I checked-in into the service unit via AirBnb, where I was supposed to stay until June 30th. The night of June 23rd I suspected some issues, but I wasn't sure. During the weekend (*****) I was at the unit only briefly during the nights, so I became certain there was a major issue (Fleas in the AirBnb Unit) only the morning of June 26th. At which point I reached out to AirBnb support team with a complaint.After initially submitting the complaint, I saw each AirBnb dropping my case and handing it off to another agent:June, 26 , 9:08am to 3:04pm: **********************On June 26, 7:42pm, I responded with a first set of pictures June 26, 7:48pm - June 29, 4:45AM: No resolution, but again agents handed off the case to each other (******, Arab, ********)On June 29, 8:11am: I submitted more photos and videos, and confirmed that these are Fleas (I wasn't at first sure, which types of bugs these are)June 29th, 8:48am: I spoke to ****** and explicitly stated to her that I do not feel good about contacting AirBnb host until I move out of the unit, or I am provided with a hotel room to move to. ****** confirmed this in the chat.June 29th, 12:29pm: New agent hand over (*******). And closes the ticket.June 29th, 4:33 PM: ******* informs that evidence is not enough (Does not provide details)June 29th, 7:40pm: I call AirBnb and speak to ********? ******** promises to review the case and call back within an hour June 29th, 8:21pm: Chat states that agent was switched to ****** June 29th, 8:50pm: Still No Call!June 29th, 8:55pm: I call AirBnb again. Speak to ******. ****** claims wrong information; Quotes wrong details; refuses to escalate. I had to hang up.June 29th, 9:06pm: I call *******. ******* is not sure about specifics of the policy, but claims that she can see that the case does not qualify. When I ask for specifics, she keeps talking generalities. Tell me she will escalate and I will receive a call within an hour 10:24pm: No Call

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [June 30, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  ******
  Airbnb
  

  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20258063
  
  I am rejecting this response because:

  1) the issue had no resolve since first reporting on June 26th

  2) AirBnB specialist promised on June 29th (9:20PM Pacific) to have supervisor call me

  3) AirBnB Supervisor promised on June 29th (9:53PM Pacific) to contact me with further details

  Supervisor has not called me nor contacted me with further details.

  Sincerely,
  
  Segah Meer

  Business Response

  Date: 07/01/2023

  
  Better Business Bureau Inc.
  *************************************************************************; 94607

  
  Re: Case #  20258063

  
  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and consider this matter resolved as of 1 July 2023.  We regret any inconvenience that this process may have caused and we wish the complainant the best in the future endeavors. 
  
  Airbnb
  

  
  

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Airbnb will not let me book. They have a restriction on a whole house that is automatically placed if they feel a party may be thrown. There is nothing in their site that states this until you try to book. My family purchased a gift card for them and now cant use it or transfer it to someone who can. They suggest we rent rooms from them when we have **** guests. They had me putting in tickets claiming they can fix it. They had me sending them home so they can book it. They had me send the approval of the host so they could book it and all ended with them apologizing that they can override it. Once the restriction comes up you can read more of it and it says one outcome can be that it is reviewed by an agent and overturned. None of this is happening for me and Im still waiting on a response to a message sent to them on 6/27. I have asked to speak to a manager and was told I couldnt. ************** frustrating.

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [June 30, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  ******
  Airbnb
  

  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20257896
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/30/2023

  I have been working with them since 6/21/23 on this same matter. I all the chat threads of those are needed.

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********

  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [July 1, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  *******
  Airbnb

   

  
  

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20257896
  
  I am rejecting this response because:

  No one has reached out to me. My reservation is for 7/3-7/5 and I have been working with them since 6/21 to get this resolved. I need for them to fix this by today. I dont have more time to wait and my family is going to be out of more money because of this.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/06/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case # 20257896
  
  We appreciate the time youve taken to share your concerns with our team. Upon investigation we found that our claims/resolution/safety team has already issued their final decision on this matter. Please refer to our direct correspondence on July 03, 2023. Below was the final decision email sent to the user:
  
  {Hi ******,
  
  My names ************, Supervisor in charge from Airbnbs Support Ambassadors. Thank you for taking my call.
  
  Regarding your recent booking redirection, I wanted you to know that we're taking actions to support safe and responsible travel. This means that guests are prevented from making reservations when a pattern of factors suggests that the booking may present higher safety risks (such as parties).
  
  If a booking has been restricted, this decision can't be overturned.
  
  We understand the potential inconvenience this may cause, but you do still have options in finding another booking, as these restrictions dont apply to hotels or some private room listings.
  
  Please also note that your account access has not been affected, and you can still use our platform as normal.}
  
  We regret any inconvenience that this process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
  
  

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/2023, I went to an airbnb rental in *********, **. I had just finished an intense week-long retreat in ********, and all participants were strongly encouraged to take the weekend by themselves to integrate the experience. When I arrived at the property, I thought I was at the wrong address because of the piles of bricks, building materials and cars being stored in front of the property. I realized that the host had not sent me any entry info, so I had to go back into town to get wifi to contact him. He met me at the property and let me in. Once I got settled, I noticed that the property was not clean. The sofa in my room had talcum powder on it, and the bathroom needed a deep cleaning--streaks on the mirror, water spots on the glass shower enclosure, just recently used shower (still wet), stains on shower pan, hair on sink basin and talcum powder on black toilet. The kitchen was also dirty. The fridge was full of food and crumbs. I reached out to airbnb about this, and I had several conversations with customer service. They asked me to provide photos, which I did, and after a week of going back and forth, I just received an email from ***** in the escalation team, telling me that since I did not provide photos or reach out to Ben--which is false; I DID reach out to him on 6/23/2023 and provided photos to him and to airbnb--they were closing the case without issuing me a refund for my stay. I am requesting your help to get back the $85.76 that I paid airbnb for this one-night stay. Airbnb has asked me multiple times to provide photos, which I did, and I have been very consistent in explaining what happened. The host, on the other hand, fabricated a story that I brought another guest to his property and should be billed more, after he read my negative review of his property. This was after he wrote me a glowing review saying I was a wonderful guest and was welcome to return any time. Please help me get my money back from airbnb for not protecting their guests.

  Business Response

  Date: 06/30/2023

  Better Business Bureau Inc.
  *************************************************************************; 94607
  Re: Case #********
  The complainant is currently working with our specialized customer support teams that handle these types of matters as of [June 30, 2023]. Please continue to work with these specialists toward a resolution. Once an outcome has been reached, if you still require our assistance, please do respond here to let our team know.
  Best,

  ******
  Airbnb